Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/13/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stored my property with Lucky Storage in *******, ** in August of 2025. I retrieved my property in August of 2026. I chose an indoor unit because my furniture was expensive and I didnt want my furniture to be in the elements outside. When I started to move my belongings, I noticed some stains. When I got into the sunlight I noticed stains, not covering the entire surface but in big spots, (almost as if there had been a constant drip over time.) It was water damage that had turned to big rust stains. The facility manager explained that there had been a leak into some of the units months prior to me moving out. I was told by the property manager that I did have a small amount of insurance so I filed a claim. Apparently, my insurance covers water damage but not rust. Rust is a direct effect and water damage. Lucky Storage informed the insurance company that I did not currently have a leak, so my claim was denied. There are pipes directly over the wall that housed the property that was damaged (there are no traditional ceilingjust wired mesh.) I basically paid over $1,500 for storage and insurance for me to suffer over a $3000 loss. I lost a queen sized upholstered bed, 1 mattress and an oversized chair that matched my living room set. I cleaned the damaged items as best as I could but they could no longer be used. If this problem is not resolved, I will have to other options but to retain legal counsel.

  Business Response

  Date: 10/16/2025

  Ms. **** contacted me and sent me pictures of her property that had stains on them.  I took her information and filled out our company's incident report and attached her pictures.  There were specks of rust all over her furniture that had caused staining.  Our Revenue Operations Specialist contacted me and asked if there had been in leaks in her unit.  I told her, not to my knowledge but I would contact the tenant and visually inspect the unit.  ************* came in she opened the unit and I did a visual inspection.  There was not leak.  I asked her if her property had been wet at any time and she advised no.  There is a pipe above the unit next to hers, but it has not leaked and has not caused leakage in the adjacent unit.  I have kept close attention to both units, checking them every single day that it rains.  There have been no leaks.  I have found no water in any amount in this unit or the adjacent unit, the entire time I have been here.  I am responsible for filling out the incident report with the information that I have at my disposal, but I must have proof to back up the information.  Once the information is turned over to the ************** I have no control over whether the claim is accepted or denied.  Our contract specifically states "THE OWNER DOES NOT PROVIDE ANY TYPE OF INSURANCE WHICH WOULD PROTECT THE OCCUPANT'S PERSON PROPERTY.. IT IS THE OCCUPANT'S RESPONSIBLILITY TO OBTAIN SUCH INSURANCE.". The insurance that the Occupant had was SBOATI insurance through *************************************  We provided the insurance pamphlet when the tenant moved in, but we do not offer advice regarding the ********************* whether it be SBOATI or homeowners/rental insurance.  As such, we have absolutely no control over the insurance provider for this tenant; other than providing an incident report, which we do for all insurance carriers upon request. We do not even contact the tenant's insurance.  They must contact their insurance.

  Ms. **** has continued to mention a leak to me even after stating she had never felt moisture on her property.  I cannot provide a legal report stating that there was a leak in a unit when I have never found evidence of a leak or any liquid of any kind in this unit.  

  Customer Answer

  Date: 10/17/2025

  My issue is with the wording submitted to the insurance company. The staff agreed that there is a rust issue in my unit. It was visible after my unit was inspected. Rust is falling from the pipes not water but there is an issue with damage from the pipes. I initially asked about water damage because my furniture had rust stains covering most of my property (to my knowledge, rust is caused by dried water,) so there would have been a leak at some point. When I was told that my unit had a rust issue, what should have been submitted to the insurance agency was there is a leak from the pipes that caused rust to the clients property. What was submitted to the insurance company was simply no water damage! My property was in excellent condition prior to my storing with Lucky Storage. Now my property is ruined! It didnt get ruined on its own. I held up my part of the agreement by paying my monthly payments every month. The company willingly knew that there was a potential rust issue and never made me aware so that I couldve at least moved to a different unit. I was paying my monthly payments for items that had to be thrown away. I would like for a detailed report to the insurance company making them aware of the leak in the pipes that caused rust to my property. 

  Customer Answer

  Date: 10/27/2025

   
  Complaint: 24008399
  
  I am rejecting this response because: Date Sent: 10/17/2025 12:16:04 PM
  My issue is with the wording submitted to the insurance company. The staff agreed that there is a rust issue in my unit. It was visible after my unit was inspected. Rust is falling from the pipes not water but there is an issue with damage from the pipes. I initially asked about water damage because my furniture had rust stains covering most of my property (to my knowledge, rust is caused by dried water,) so there would have been a leak at some point. When I was told that my unit had a rust issue, what should have been submitted to the insurance agency was there is a leak from the pipes that caused rust to the clients property. What was submitted to the insurance company was simply no water damage! My property was in excellent condition prior to my storing with Lucky Storage. Now my property is ruined! It didnt get ruined on its own. I held up my part of the agreement by paying my monthly payments every month. The company willingly knew that there was a potential rust issue and never made me aware so that I couldve at least moved to a different unit. I was paying my monthly payments for items that had to be thrown away. I would like for a detailed report to the insurance company making them aware of the leak in the pipes that caused rust to my property. 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 11/07/2025

  I have no record of Ms. ***** unit having ever had a water leak and as such could not add "rust caused by a water leak" to my incident report.  It is my understanding that the insurance denied this claim.  I do not control what the insurance company approves or denies.  I fill out the incident report with all the information that I have and then I have no further dealings with the insurance company.  The unit did not have a water leak and has not in the year I have been Property Manager.  I CAN NOT put details in my incident report that are untrue to the best of my knowledge and I am unaware of Ms. ****** unit having water in it at any time.  The insurance company alone is responsible for what is and is not covered in a tenant's insurance, but a tenant is not required to  use them.  They are free to obtain any insurance they want to cover their property while it is in storage.  Although we require a tenant to have insurance on their unit we do not require them to use SBOATI and all the information about what is covered by insurance was provided with the move in packet and are readily available in several places throughout the front office.  Again, I cannot control what insurance a tenant chooses and I cannot control what the insurance covers and does not cover.  I can only report what was found, submit an incident report with pictures and send it to the insurance company. 

   

  I have attached the lease signed by the tenant which in part reads:

  "9.OCCUPANT'SRISKOFLOSS: THEOWNERISNOTAWAREHOUSEMANENGAGEDINTHEBUSINESSOFSTORINGGOODS FORHIRE,ANDNOBAILMENTISCREATEDBYTHISAGREEMENT.THEOWNEREXERCISESNEITHERCARE,CUSTODY,NOR CONTROLOVERTHETENANT'SSTOREDPROPERTY.AllpropertystoredwithinoronthespacebyOccupantorlocatedatthe facilitybyanyoneshallbestoredatOccupant'ssolerisk.Occupantmusttakewhateverstepshedeemsnecessarytosafeguardwhatis atthefacilityorinoronthespace.Occupantshallassumefullresponsibilityforwhohasthekeysandaccesstothespace.Ownerand Owner'semployeesandagentsshallnotbeliableforanylossofordamagetoanypersonalpropertywhileattherentedpremises arisingfromanycausewhatsoever,including,butnotlimitedto,theft,mysteriousdisappearance,vandalism,fire,smoke,water,mold, mildew,hurricanes,rain,tornados,explosions,terroristacts,rodents,insects,ActsofGod,theactiveorpassiveactsoromissionsor negligenceoftheOwner,Owner'sagentsoremployees.ITISAGREEDBYOCCUPANTTHATTHISRELEASEOFOWNER'S LIABILITYISABARGAINEDFORCONDITIONOFTHERENTSETFORTHHEREANDTHATWEREOWNERNOTRELEASED FROMLIABILITY,AMUCHHIGHERRENTWOULDHAVETOBEAGREEDUPON.Ownerdoesnotpromisesafetyorsecurityof personsorpropertyonthepremises,andOwnerhadnodutyofsafetyorsecurityofsameunderanycircumstances.Videocameras maybenon-operationalorunmonitored.Accesscontroldevicesmaybeunmonitoredandmayoccasionallymalfunction.

  33.INSURANCEOBLIGATION:THEOWNERDOESNOTPROVIDEANYTYPEOFINSURANCEWHICHWOULDPROTECTTHE OCCUPANT'SPERSONALPROPERTYFROMLOSSBYFIRE,THEFT,ORANYOTHERTYPEOFCASUALTYLOSS.ITISTHE OCCUPANT'SRESPONSIBILITYTOOBTAINSUCHINSURANCE.Occupant,atOccupant'ssoleexpense,shallmaintainan insurancepolicyoffire,extendedcoverageendorsement,burglary,vandalismandmaliciousmischiefinsurancefortheactual cashvalueofthestoredproperty.InsuranceonOccupant'sstoredpropertyisamaterialconditionofthisagreement,andisfor thebenefitofbothOccupantandOwner.Occupant'sfailuretocarrytherequiredinsuranceisabreachofthisagreement,and Occupantassumesallriskoflosstostoredpropertythatwouldbecoveredbysuchinsurance,includinganylossduetoany actswhatsoeverofOwner,Owner'sagentsoremployees,including,butnotlimitedtotheallegednegligentorintentionalacts ofOwner,orOwner'sagentsoremployees,includingnegligentorintentionaldisposalofOccupant'sstoredproperty. OccupantexpresslyagreesthatthecarrierofsuchinsuranceshallnotbesubrogatedtoanyclaimofOccupantagainstOwner, Owner'sagentsoremployees.ItisexpresslyagreedbetweenOccupantandOwnerthatitisintendedthatinsurancecoverage beacquiredbyOccupanttocoverlossofthepropertyduetoanyactswhatsoeverofOwner,Owner'sagents,oremployees, whetherintentionalornegligent,oractiveorpassiveinnature,whichresultsinanyloss,disposal,ordamagetoOccupant's storedproperty.

  As you can see from the attached lease agreement it was signed by the tenant on 7/27/24.  

  Ms. **** is requesting either 1. That I falsify my incident documentation to state that there was water damage to her unit so that HER insurance will pay her claim, or 2. That I approve her claim on behalf of HER insurance company which I am unable to do.  I fully understand the frustration of Ms. **** but I can only do my job to the best of my ability.  The lease clearly states that the tenant is solely responsible for her insurance and she may choose whatever coverage from whatever insurance she chooses.  I can only provide the copy of the lease stating SHE is responsible for the insurance she chooses and what it covers AND that the lease states  the "Owner and Owner's employees and agents shall not be liable for any loss of or damage to any personal property while at the rented premises"  This information was in the lease that she signed and the information for the insurance she chose was provided.

  Customer Answer

  Date: 11/08/2025

  Regardless of whether the insurance company accepted the claim or not, I was specifically told that there had been prior water damage in the building. There is no way to 100% say that my unit was not damaged during that time. What we do know is that 1. My furniture was in great condition when it was placed into the unit at Lucky Storage, 2. There was prior water damage in the building that I was made aware of afterwards by management, no one can rule out if my unit was affected, 3. Visible rust covered my unit at the time of move-out and it was not there prior to me moving in and 4. Rust cant grow without cause. I take great offense to the notion that I would defraud or ask someone to knowingly falsify insurance records for my benefit. I simply wanted the report to state building suffered prior water damage to which we can not confirm or deny if unit sustained damage, however no water damage is currently reported. Thats what I would have included in my report and that is what any intelligent individual preparing a report would have included. That is called transparency. That is called accountability and honesty. That is not I what I received. I received a NO WATER DAMAGE IN UNIT without taking accountability for the possibility of prior damage. I placed my furniture in Lucky Storages facility to protect my belongings for a year. I paid my monthly storage fees and insurance only to have to throw my belongings away. There is no way this should have happened to me and my hope is that no one else is affected in this manner. 

  Customer Answer

  Date: 11/10/2025

   
  

  Most Recent Message

  Date Sent: 11/8/2025 12:09:24 PM
  

  Regardless of whether the insurance company accepted the claim or not, I was specifically told that there had been prior water damage in the building. There is no way to 100% say that my unit was not damaged during that time. What we do know is that 1. My furniture was in great condition when it was placed into the unit at Lucky Storage, 2. There was prior water damage in the building that I was made aware of afterwards by management, no one can rule out if my unit was affected, 3. Visible rust covered my unit at the time of move-out and it was not there prior to me moving in and 4. Rust cant grow without cause. I take great offense to the notion that I would defraud or ask someone to knowingly falsify insurance records for my benefit. I simply wanted the report to state building suffered prior water damage to which we can not confirm or deny if unit sustained damage, however no water damage is currently reported. Thats what I would have included in my report and that is what any intelligent individual preparing a report would have included. That is called transparency. That is called accountability and honesty. That is not I what I received. I received a NO WATER DAMAGE IN UNIT without taking accountability for the possibility of prior damage. I placed my furniture in Lucky Storages facility to protect my belongings for a year. I paid my monthly storage fees and insurance only to have to throw my belongings away. There is no way this should have happened to me and my hope is that no one else is affected in this manner.